MGT 344 Ch. 3,6,7,14

What is the basis of the "you" attitude? A. A belief that the audience is never wrong B. A belief that "you" are more important than "I" C. A belief that attitude is never about the writer D. A belief that audiences don't have attitudes

A. A belief that the audience is never wrong

What should a writer consider during the planning stage? A. Audience, purpose, content B. Facts, statistics, examples C. Opening, body, closing D. Spelling, punctuation, grammar

A. Audience, purpose, content

"Tell me how you handled an angry client" is what type of question? A. Behavioral B. Secondary C. Leading D. Open

A. Behavioral

What does BFOQ stand for? A. Bona fide occupational qualification B. Bona fide occupational question C. Best focus on qualifications D. Best feature of qualifications

A. Bona fide occupational qualification

According to Gibb's model, what are the elements of a supportive communication climate? A. Description, problem-orientation, empathy, equality, provisionalism B. Evaluation, control, neutrality, superiority, certainty C. Description, problem-orientation, neutrality, quality, certainty D. Evaluation, problem-orientation, neutrality, empathy, provisionalism

A. Description, problem-orientation, empathy, equality, provisionalism

When writing a claim letter, writers should use which organizational strategy? A. Direct B. Indirect C. Diamond D. Bowtie

A. Direct

In general, the correct channel choice will be A. Efficient and effective B. Elaborate and emphatic C. Extreme and enervating D. Expensive and emergent

A. Efficient and effective

What type of bias occurs when the manager's perception of one characteristic of the interviewee influences his or her perception of another characteristic? A. Halo effect B. Recency effect C. Leniency effect D. Primary effect

A. Halo effect

Which organizational strategy works best for bad news messages? A. Indirect B. Direct C. Diamond D. Bowtie

A. Indirect

Which organizational strategy works best for persuasive messages? A. Indirect B. Direct C. Diamond D. Bowtie

A. Indirect

If a manager is interviewing a disgruntled customer, what sequence is best? A. Inverted funnel B. Funnel C. Bowtie D. Diamond

A. Inverted funnel

How often should a manager combine the writing stages in order to be more efficient? A. Never B. Always C. When time is short D. When writing to an internal audience

A. Never

Which of the following characteristics of e-mail is both an advantage and a disadvantage? A. Permanent B. Flexible, adaptable C. Instant D. Lean

A. Permanent

Which of the following is a best practice for internal blogs? A. Use for routine information exchange B. Censor employees' posts C. Use a formal writing style D. All of the choices are correct

A. Use for routine information exchange

Collaboration when writing improves the final message's quality. A.True B.False

A.True

Susan Silver's "ABC" guidelines for writing e-mail and memos means A. Always be careful B. Accuracy-brevity-clarity C. Attitude becomes conflict D. Announce but caution

B. Accuracy-brevity-clarity

Which organizational strategy works best for routine, nonsensitive messages? A. Indirect B. Direct C. Diamond D. Bowtie

B. Direct

In what type of interview are participants most likely to have differing intentions? A. Job selection B. Exit C. Performance appraisal D. Informational

B. Exit

From a communication standpoint, what is the best place to conduct an interview? A. In the manager's office B. In a neutral setting C. On the interviewee's home turf D. Location does not affect communication

B. In a neutral setting

The strategy of placing negative information in low-emphasis areas means placing it A. At the beginning of a paragraph B. In the middle of a paragraph C. At the end of a paragraph

B. In the middle of a paragraph

In the future, monitoring of employees' use of technology is likely to A. End B. Increase C. Decrease D. The future of monitoring is unknown

B. Increase

Which of the following is not a best practice for external blogs? A. Keep posts consistent with the corporate brand B. Monitor monthly C. Use for releasing information during a crisis D. Respond quickly to all posts

B. Monitor monthly

Disadvantages of collaborative writing include all of the following except A. Personal conflicts B. Poor quality output C. Wasted time D. Uneven work share

B. Poor quality output

"What happened after that?" is what type of question? A. Behavioral B. Secondary C. Leading D. Open

B. Secondary

Experienced managers should usually rely on what interview format? A. Unstructured B. Semistructured C. Structured

B. Semistructured

When composing, a business writer should choose sentences that are A. Passive rather than active B. Short rather than long C. Redundant rather than unique D. All choices are correct

B. Short rather than long

Which of the following is an appropriate use for e-mail? A. Dialogue B. Short, routine messages C. Urgent messages D. Company-wide announcements

B. Short, routine messages

Writing according to the notion of WII-FM means A. Stressing writer benefits B. Stressing reader benefits C. Stressing features and facts D. Both b and c are correct

B. Stressing reader benefits

How many stages are there in the managerial writing process? A. Two B. Three C. Four D. Five

B. Three

A Janus statement is a type of A. God in Greek mythology B. Transitional device C. Document sent at the beginning of the year D. Thesis statement

B. Transitional device

When using the indirect strategy, how should the message begin? A. With background B. With a buffer C. With the purpose D. With an apology

B. With a buffer

Collaborative writing is more efficient than individual writing. A.True B.False

B.False

When training employees about instant messaging, what topic(s) should be covered? A. Best practices B. Legal liability C. Both a and b are correct D. None of the choices is correct

C. Both a and b are correct

When using the indirect strategy, what should be included in the close? A. A request for action B. Goodwill C. Both a and b are correct D. An apology

C. Both a and b are correct

How can writers avoid negativity when delivering bad news? A. By getting to the point quickly B. By apologizing and taking blame C. By saying what will happen rather than what won't happen D. By offering compensation

C. By saying what will happen rather than what won't happen

When the relationship between sentences is clear and sentences flow from one to another easily and smoothly, the writing is said to be A. Collaborative B. Collegial C. Coherent D. Concise

C. Coherent

If an applicant has had three jobs in six months and the manager decides the applicant is unreliable, which barrier is relevant? A. Differing intentions B. Biases C. Confusing facts and assumptions D. First impressions

C. Confusing facts and assumptions

A group of people who think in similar ways about how to communicate subjects to be dealt with and how to approach them is called a(n) A. Team B. Organization C. Discourse community D. Company

C. Discourse community

Which channel has the widest bandwidth? A. E-mail B. Hard copy documents C. Face-to-face conversation D. Texting

C. Face-to-face conversation

What has the strongest influence on a manager's first impressions of the interviewee? A. Positive information B. Neutral information C. Negative information D. Prior information

C. Negative information

The best way to revise is to A. Shorten the message B. Read the message aloud C. Put yourself in the reader's shoes D. Run the spell-checker and grammar checker

C. Put yourself in the reader's shoes

14. Which type of message is best for a lean channel? A. Nonroutine, difficult messages B. Messages about organizational strategy C. Routine, simple messages D. All choices are correct

C. Routine, simple messages

Are you planning to get pregnant?" is what type of question? A. Behavioral B. Secondary C. Unlawful D. Open

C. Unlawful

When managers are deciding which channel to use, what channel characteristics should they consider? A. Bandwidth B. Propinquity C. Symbolic importance D. All choices are correct

D. All choices are correct

When managers are deciding which channel to use, what message characteristics should they consider? A. Message sensitivity B. Message complexity C. Message persuasiveness D. All choices are correct

D. All choices are correct

When using the direct strategy, what should be included in the close? A. A request for action B. Goodwill C. A deadline D. All choices are correct

D. All choices are correct

Which of the following are consequences of relying exclusively on e-mail for communication? A. Loss of trust B. Anxiety, depression C. Isolation D. All choices are correct

D. All choices are correct

When composing, a business writer's paragraphs should A. Be long rather than short B. Include more than one idea C. Always begin with the thesis statement D. Be structured to emphasize important points

D. Be structured to emphasize important points

According to information theory, what is the result when two messages travel to the receiver at the same time? A. Jamming B. Selective attention C. Transmission failure D. Both a and b are correct

D. Both a and b are correct

When Tom Friedman says "we have gone from a connected world to a hyperconnected world," he means A. Managers now have greater access to the best people everywhere B. Managers now have greater access to the best robots and software everywhere C. Managers are under so much stress that they have become hyperactive D. Both a and b are correct

D. Both a and b are correct

Transitions A. Show the structure of a message B. Connect ideas in a message C. Are change agents of business D. Both a and b are correct choices

D. Both a and b are correct choices

All of the following are good strategies for using e-mail except A. Communicating to groups B. Fixing responsibility C. Communicating with opponents D. Communicating with coworkers who are close by

D. Communicating with coworkers who are close by

Which of the following is not an objective of performance review interviews? A. Let employee know where they stand B. Recognize good work C. Tell how employee can improve D. Determine possible replacements

D. Determine possible replacements

Advantages of collaborative writing include all of the following except A. Employee socialization B. Increased writing quality C. New perspectives D. Efficiency

D. Efficiency

"Tell me about yourself" is what type of question? A. Behavioral B. Secondary C. Leading D. Open

D. Open

When composing, a business writer should choose words that are A. Long rather than short B. Abstract rather than concrete C. Vague rather than specific D. Positive rather than negative

D. Positive rather than negative

Which of the following will not help to establish rapport at the opening of an interview? A. Small talk B. Greeting C. Agreeing on the purpose D. Saying "Relax and be yourself!"

D. Saying "Relax and be yourself!"

Which of the following is a best practice for text messaging? A. Use emoticons and emphasis elements B. Use for sensitive messages C. Use for long messages D. Use punctuation

D. Use punctuation

When using the direct strategy, how should the message begin? A. With an explanation B. With background C. With details D. With the purpose

D. With the purpose

Which types of errors do business writers make most often when composing routine messages? A. Punctuation errors B. Grammar errors C. Spelling errors D. Word usage errors

D. Word usage errors